Banking operations are often described as the “back office.” In reality, they are the engine room that powers every transaction, every loan, and every customer interaction. At TD alone, more than 3,000 colleagues across Canada manage functions ranging from credit adjudication to servicing and estate planning.
These are areas where accuracy, speed, and compliance are mission critical. Even small inefficiencies ripple across millions of customers and billions in assets. That is precisely why operations have become the proving ground for AI in financial services.
The combination of high-volume tasks, strict oversight, and rising customer expectations for immediacy makes operations the ideal place for AI to demonstrate measurable impact. As I often say: operations is the frontline where AI proves its value.
How TD Is Using AI to Reimagine Operations
TD has been investing in AI for years, as a strategic capability woven into the business. We’ve moved beyond pilots into live, scalable use cases:
Machine Learning Workforce Planning
Traditional workforce scheduling relies on forecasts that are outdated as soon as they are created. At TD, machine learning continuously learns from transaction patterns, customer behaviors, and seasonal fluctuations.
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This insight was originally published in the first issue of FinScale Magazine by TrialScale. Download the magazine to keep reading.